Fabio Rosa Email & Phone Number

Toronto, On, Ca

Accountable for operational processes, performance and management of six customer support departments, such as Specialty Operations, Tier 2 and 3 Customer Escalations, and Executive Response, including management of $2MM operating budget. Supervised and managed team of 50 employees, encompassing areas such as employee coaching and training, policy and regulatory compliance, quality assurance, and key performance indicators. Reported to the Call Centre Director. Capital One acquired the… Show more Accountable for operational processes, performance and management of six customer support departments, such as Specialty Operations, Tier 2 and 3 Customer Escalations, and Executive Response, including management of $2MM operating budget. Supervised and managed team of 50 employees, encompassing areas such as employee coaching and training, policy and regulatory compliance, quality assurance, and key performance indicators. Reported to the Call Centre Director. Capital One acquired the GE Money Canada portfolio in 2011. Show less

Provider Of Private Label Credit Card And Mastercard Card Programs

Led the payment operations and exceptions process as well as the client resolution services functions. Supervised a multisite team of management and 30 employees. Maximized customer experience through key performance indicators, and identified strategies to improve quality and productivity.

Toronto, Canada Area

Led the development and execution of strategic marketing plans for partnership portfolios, including budget management, field sales strategies, product development, product launches, and usage campaigns to drive sales and penetration for the Wal-Mart, SAM’s and MuniCard private label credit card portfolios.

Cultivated and effectively developed solid strategic relationships with business partners of Wal-Mart, SAM’S, and Home Depot to implement sales and channel strategies. Led training initiatives to enhance customer retention and loyalty through consumer and commercial credit card usage. Maximized sales results through collaboration with the management team in the development of business strategies to meet client’s annual sales goals.

Toronto, Canada Area

Established business relationship with Financial Planners to improve client relationship and retention, through the development mortgage strategy.

Master Of Business Administration (Mba), In Progress

Information Systems, Diploma

Business Administration, Diploma